Unsympathetic staff who lack listening s****s

Good day,

I am extremely disappointed in the service and received from Mango.

I am pregnant and live in Johannesburg on the 16 January 2018 I assisted my mom with booking a flight to me from Cape Town for the 28 February 2018 for Her, my dad and my niece to come up to me on the following Booking ref QJKGSZ.

On the 11 February my dad had a heart attack and passed on the 13 February. On Thursday 23 February my mom contacted your Guest Care number to see what she could do to get dads ticket cancelled and refunded she was happy with a voucher from Mango as the Credit Card used for the purchase is now inactive but I believe that it can be paid to her bank account as well, she also enquired on how long she still has to change her flight if she still needed to stay in Cape Town a bit longer to get all dads affairs resolved before she comes up to which the call centre agent advised she has up until 2 hours before the flight. So mom contacts me to tell me that Mango wants to charge her an admin fee I must please find out what is happening. I then took over to assist my mom because as you can understand she really does not need this unnecessary stress on top of everything else she is having to deal with.

I then contacted the same Guest Care Line and spoke to a lady as well and this lady advised me her colleague has actually gone ahead to cancel all 3 flights which my mom did not request my dads ticket apparently was going to be refunded and vouchers has been raised for my moms ticket and Meecah's ticket. I was quite disappointed at this as I knew this is not what my mom requested but told the call centre agent I would confirm with my mom and she could contact me back as there is no way I could contact her she said she would call me back on Thursday and guess what no surprise she did not call me back. I gave her the rest of Thursday to call me back and there was no call.

I on Friday then called the Refund Call Centre and spoke to Scelo who advised me of this admin charge to cancel my dads ticket I think the amount was 120. Yes I understand that this amount is not a big amount BUT really how can Mango charge an admin fee on a ticket of someone who has passed away and actually think that its that they mention this hogwash to a family member of the deceased? Where is the sympathy and empathy for a customer who is calling in and needs assistance.

I can't tell you how disappointed I am in the service received. I do not blame the call centre staff they are obviously just enforcing the policies implemented by the Airline themselves but goodness grief they also need to send the staff on training or have a specific department that deals with these sort of queries.

In closing I do not feel it is fair to deduct an admin charge on my dads ticket because he clearly has not chosen to cancel his flight and you will be able to resell the ticket easily so will be making back more than what it was purchases for. My mom and Meecah's tickets need to be reinstated on the same flight they were meant to be for Wednesday, booking Ref QJKGSZ.

I urgently need someone to get back to me regarding this as my faith in Mango is completely *****ed.

Regards,

Haley